Customer Success Manager

Marsello helps over 2,000 brands around the world build stronger customer relationships through personalized loyalty marketing. We're growing fast, and we're looking for a Customer Success Manager based in Toronto to join our global team spread across New Zealand, Canada, and Australia.

If you love building relationships, solving problems, and helping businesses hit their goals, this role is for you.

What you'll do

You'll be the go-to person for a portfolio of retail and hospitality brands, helping them get real value out of Marsello. That means:

• Getting to know the Marsello product inside and out, so you can spot opportunities for brands to do more with it
• Reviewing customer health data and jumping in proactively to prevent churn
• Turning data into clear, actionable advice for brands
• Running video calls with customers to share best practices in loyalty, email, and SMS marketing
• Championing your customers internally and celebrating their wins
• Keeping CRM notes sharp and up to date
• Gathering feedback and feature requests and feeding them back to our Product team
• Being a trusted voice for beta features and early access programs
• Answering customer questions with speed and care
• Running product training sessions when needed
• Staying on top of the latest in marketing and customer success best practice
  

You'll work across different types of customers — from high-touch, high-value brands to lighter-touch accounts — and you'll have real influence over how we improve our processes and hit our goals as a team.

You'll know you're succeeding when churn scores keep improving, more customers are adopting key features, our customers turn into advocates for Marsello, and your case study leads and reviews are fueling our marketing engine.

Ideally we're looking for someone with:

• 3+ years in Customer Success, or as an account manager in a marketing agency (or equivalent experience)
• SaaS B2B experience preferred
• An understanding of loyalty marketing and the value it brings to brands
• Experience with consultative, solutions-based selling
• A track record of delivering great remote customer experiences and reducing churn
• Comfort using tools like Intercom or HubSpot
• Retail experience is a bonus
• A degree in Marketing, Business, or a related field is a plus, but not essential

What can you bring to the role? 

Ideally we are looking for a positive, empathetic, and endlessly resourceful individual. 

You thrive in a fast-paced environment, communicate clearly, and genuinely enjoy going the extra mile for your customers. 

You're comfortable working remotely as part of a global team, and you bring confidence, curiosity, and a bias for action to everything you do.

At Marsello, you'll join a collaborative team that works hard, laughs often, and takes real pride in doing great work together. 

We offer remote working, birthday leave and healthcare benefits.

Come and be part of the team, we’d love to hear from you!